Explore our comprehensive glossary of telecom terms and concepts, designed to help you navigate the complex world of telecommunications. Whether you're a seasoned professional or new to the industry, this resource covers everything from basic terminology to advanced industry-specific jargon. Stay informed and easily understand key terms related to networks, infrastructure, services, technologies, and more. Dive in and enhance your telecom knowledge today!
The process of forecasting future staffing needs based on historical call volume data and business goals. Proper planning ensures optimal staffing to handle peak demand without overstaffing during slow periods.
Call Coaching is a technique where managers listen to agent calls and provide real-time feedback or training to help them enhance their communication skills and improve customer interaction quality.
Call Continuity ensures that phone service is maintained during outages or disruptions by rerouting calls to alternative numbers or backup systems, preventing any loss of customer contact.
A strategy that redirects customers from voice-based support to self-service options such as chatbots, FAQs, or automated systems, reducing call volumes while maintaining service quality.
Call flow refers to the structured path that a phone call takes through a system, including automated prompts, agent routing, and handling procedures, designed to optimize customer experience and operational efficiency.
Call Forwarding is a feature that allows incoming calls to be redirected from one phone number to another, ensuring that calls are not missed when the intended recipient is unavailable.